WHAT IS GOING ON WITH VERIZON THAT THEY CAN'T DO WHAT THEY SAY THEY ARE GOING TO DO? HELP PLEASE!!!!

Question

Over the last month and a half I have called and spoke to 3 or 4 different Verizon customer service agents about a problem with my account & every time I am told that the problem will be fixed only to have nothing happen. What is going on here?
Around the beginning of March I made the mistake of edging up & my account has been screwed up ever since.  I was using the iphone 5 & had only $130 left before the iphone 5 was completely paid for (I had been making payments on it every month through the edge program) and my contract was up in April. I stupidly decided to edge up & Verizon sent me the iphone 6+ & told me I was to send them my iphone 5. I decided that I would rather keep the iphone 5 so I could pay the remaining $130 left on the edge agreement & I would own the iphone 5 outright. I returned the iphone 6+ (yes it was within the 14 day window that Verizon gives you to return a new device) to a Verizon store and paid the $35 restock fee. I never activated the iphone 6+.
Somehow or other Verizon started me on a whole new edge agreement as if I had kept the iphone 6+. Verizon says that I have $600 some dollars left to pay on my edge agreement. I've already made almost $600 total edge payments over the last year and I had $130 left to pay. Why is Verizon trying to charge me again for a phone I've already paid for??? My last monthly payment due was $185, it's usually around $110  & the extra charges were because of the "new edge device" agreement I was put on.
I understand mistakes happen but this is ridiculous. I've called and spoke to at least 3 different Verizon customer service agents and they've all told me they would correct my account and I would see the correction on my verizon in a week or 10 days or something like that so I wait and nothing happens. I was told the extra $75 I paid last month would be credited & put towards my account, I was told by one of Verizons people I spoke with that I would be getting some form I needed to sign in the mail but it never came. I am so tired of wasting so much time on a mistake Verizon made but seems unwilling to fix. Why is it so difficult to remedy my account?

Answer 1

We want to see this resolved once and for all, cem421! I have sent you a Direct Message so that we can work to end this frustration for you. I will look forward to working with you further!
YaleK_VZW
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